Manager - Business Intelligence

1. Drive Business Intelligence initiatives, throughout the Business Unit, to deliver Key Performance Indicators (KPI s) including summarized and detailed data to enable key analysis and informed business decisions.

2. Developing new reports for better data representation and understanding of data

3. Responsible for real time monitoring, optimizing capacity usage & driving productivity spanning

4. Develop dashboards, reports, and other mechanisms to deliver essential reports appropriate to the various business audiences

5. Work with the business heads to develop and deliver Key Performance Indicators (KPI s) and other business metrics

6. Develop tools to provide ad-hoc reporting capabilities

7. Perform operational and oversight responsibilities as required ensuring all SLAs are met.

8. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system

9. Alerting individual team leadership of variances to schedule adherence

10. Meet or exceed KRA s of all team members such as AM s, TL s and agents.

11. Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights.

12. Extremely good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans etc.,

13. Providing insights on existing data to internal/external stakeholders

14. Identifying the process/queue by team/agent wise volume variations and alerting the respective stake holders proactively.

15. Participate in periodic meetings with Operations & the Client

16. May perform other duties as assigned.

Domain Skills:-

1. Should be well versed with Microsoft Excel, Microsoft Word, Microsoft Powerpoint, Erlang, Aspect, Genesys, etc

2. Should have knowledge in BI tools like power BI, etc

3. Candidate should have Analytical Skills and experience of People Management

4. Relevant work experience in MIS/Reporting/ forecasting and scheduling

5. Good understanding of Dialer platforms using in BPO industry.